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Complaints Handling Policy

Our Commitment

We are committed to providing a high standard of service to all our customers. If you are dissatisfied with any aspect of our service, we encourage you to let us know. We take all complaints seriously and aim to resolve them fairly, consistently, and as quickly as possible.

We view complaints as an opportunity to improve our services and customer experience.

How to Make a Complaint

You can submit a complaint using any of the following methods:

To help us investigate your complaint, please provide:

  • Your full name and contact details.
  • A clear description of your complaint.
  • Relevant dates, reference numbers, or supporting documents.
  • The outcome you would like us to achieve.

Acknowledgement

We will acknowledge receipt of your complaint within five (5) working days.

Investigation

Your complaint will be investigated by an appropriate member of our team who will:

  • Review all relevant information and documentation.
  • Consider the circumstances fairly and impartially.
  • Contact you if further information is required.
  • Keep you informed if additional time is needed to complete our investigation.

Our Response

We aim to provide a full written response within 20 working days of receiving your complaint.

If, due to the complexity of the matter, we are unable to meet this timescale, we will explain the reason for the delay and provide an updated timeframe for our final response.

Possible Outcomes

Following our investigation, we may:

  • Provide an explanation of what happened.
  • Offer an apology where appropriate.
  • Take corrective action to resolve the issue.
  • Offer a refund or other appropriate remedy where justified.
  • Make improvements to our procedures or services to help prevent similar issues occurring in the future.

If You Are Not Satisfied

If you remain dissatisfied with our final response, you may request that your complaint is reviewed by a senior member of management who has not previously been involved in the matter.

Nothing in this policy affects your statutory rights. You may wish to seek alternative dispute resolution where appropriate.

Confidentiality

All complaints are handled confidentially. Any personal information provided will be processed in accordance with applicable UK data protection legislation and our Privacy Policy.

Continuous Improvement

We regularly review complaints to identify trends and opportunities to improve our services, policies, and customer experience.

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